The Software Master Services Agreement is designed for use in Canadian business contexts where a software service provider enters into a long-term arrangement with a customer for the provision of software services. This document is essential when establishing ongoing software service relationships that may involve multiple services, products, or projects over time. It includes comprehensive terms covering service delivery, performance standards, data protection, intellectual property rights, and risk allocation, while ensuring compliance with Canadian federal and provincial laws including PIPEDA, consumer protection legislation, and electronic commerce regulations. The agreement is structured to allow for the addition of specific services through statements of work or service orders, making it suitable for evolving business relationships while maintaining consistent overarching terms.
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1. Parties: Identification of contracting parties and their legal status
2. Background: Context of the agreement and business relationship
3. Definitions: Key terms used throughout the agreement
4. Services: Description of core software services to be provided
5. Service Levels: Performance standards and service level commitments
6. Term and Termination: Duration, renewal, and termination provisions
7. Fees and Payment: Pricing, payment terms, and invoicing procedures
8. Data Protection and Security: Data handling obligations and security requirements
9. Intellectual Property Rights: IP ownership, licenses, and usage rights
10. Confidentiality: Protection of confidential information
11. Warranties and Representations: Service provider guarantees and client confirmations
12. Limitation of Liability: Liability caps and exclusions
13. Indemnification: Mutual protection obligations
14. Insurance: Required insurance coverage
15. Force Majeure: Handling of events beyond reasonable control
16. General Provisions: Standard legal terms including governing law, notices, etc.
1. Hardware Provisions: Include when hardware is provided with software services
2. Professional Services: Include for implementation, training, or consulting services
3. Development Services: Include when custom development is part of scope
4. Hosting Services: Include for cloud hosting or infrastructure services
5. Disaster Recovery: Include for critical systems requiring specific recovery provisions
6. Change Management: Include when formal change process is required
7. Transition Services: Include when complex service transition is involved
8. Third Party Products: Include when third-party software is incorporated
9. Export Controls: Include for international service delivery
1. Schedule A - Services Description: Detailed description of software services and functionality
2. Schedule B - Service Levels: Detailed SLA metrics, measurement, and remedies
3. Schedule C - Fees: Detailed pricing, payment schedule, and rate cards
4. Schedule D - Support Services: Support levels, processes, and response times
5. Schedule E - Security Requirements: Detailed security standards and protocols
6. Schedule F - Personal Data Processing: Details of personal data handling and protection
7. Schedule G - Acceptable Use Policy: Rules for proper use of software services
8. Schedule H - Business Continuity Plan: Disaster recovery and business continuity procedures
9. Schedule I - Implementation Plan: Project plan for service implementation if applicable
10. Schedule J - Exit Plan: Transition out procedures and responsibilities
Relevant legal definitions
Acceptance Criteria
Affiliate
Authorized Users
Business Day
Change Order
Confidential Information
Customer Data
Customer Materials
Data Protection Laws
Deliverables
Documentation
Effective Date
Fees
Force Majeure Event
Good Industry Practice
Intellectual Property Rights
Licensed Software
Maintenance Services
Personal Information
Professional Services
Provider Personnel
Security Breach
Service Credits
Service Levels
Services
Software
Source Code
Specifications
Statement of Work
Support Services
System
Term
Third Party Materials
Updates
Upgrades
User Acceptance Testing
User Documentation
Virus
Work Product
Affiliate
Authorized Users
Business Day
Change Order
Confidential Information
Customer Data
Customer Materials
Data Protection Laws
Deliverables
Documentation
Effective Date
Fees
Force Majeure Event
Good Industry Practice
Intellectual Property Rights
Licensed Software
Maintenance Services
Personal Information
Professional Services
Provider Personnel
Security Breach
Service Credits
Service Levels
Services
Software
Source Code
Specifications
Statement of Work
Support Services
System
Term
Third Party Materials
Updates
Upgrades
User Acceptance Testing
User Documentation
Virus
Work Product
Clauses
Service Provision
Licensing
Service Levels
Acceptance Testing
Payments
Data Protection
Data Security
Intellectual Property
Confidentiality
Warranties
Performance Standards
Change Management
Support Services
Professional Services
Training
Documentation
Audit Rights
Insurance
Liability
Indemnification
Force Majeure
Term and Termination
Exit Assistance
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notice
Entire Agreement
Severability
Interpretation
Amendment
Waiver
Third Party Rights
Anti-Corruption
Data Backup
Business Continuity
Disaster Recovery
Compliance with Laws
Licensing
Service Levels
Acceptance Testing
Payments
Data Protection
Data Security
Intellectual Property
Confidentiality
Warranties
Performance Standards
Change Management
Support Services
Professional Services
Training
Documentation
Audit Rights
Insurance
Liability
Indemnification
Force Majeure
Term and Termination
Exit Assistance
Dispute Resolution
Governing Law
Assignment
Subcontracting
Notice
Entire Agreement
Severability
Interpretation
Amendment
Waiver
Third Party Rights
Anti-Corruption
Data Backup
Business Continuity
Disaster Recovery
Compliance with Laws
Relevant Industries
Technology
Financial Services
Healthcare
Retail
Manufacturing
Professional Services
Education
Government
Telecommunications
Energy
Transportation
Media and Entertainment
Insurance
Real Estate
Non-Profit
Relevant Teams
Legal
Information Technology
Procurement
Information Security
Risk and Compliance
Finance
Operations
Software Development
Project Management
Vendor Management
Relevant Roles
Chief Technology Officer
Chief Information Officer
IT Director
Procurement Manager
Legal Counsel
Contract Manager
Information Security Officer
Privacy Officer
Software Development Manager
Operations Director
Chief Financial Officer
Risk Manager
Compliance Officer
Project Manager
Vendor Management Director
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